After the Project: Why Do These People Keep Calling Me?

As a brilliant Drupalista who has just released your newest masterpiece upon the world, you're sitting back with a glass of wine when something unexpected happens: the phone rings.

"Hello? Oh, my dearest client! Your new site, yes, isn't it great?

Oh, I see. Yes, I suppose that might be a problem.

Well, that's not a bug, you just need to click over here."

The conversation doesn't take too long, and the client is still happy. But tomorrow, next week, even months later, that same client will be calling you. And they'll need help. Like it or not...

Drupal Support is a Necessity

Clients (even ones that aren't yours) need someone to pick up the phone, to explain (and solve) UX shortcomings, to make the steady improvements that breathe new air into a stale site. Is your organization prepared to deal with these support commitments?

When Andrew and I began organizing our support program, Kalamuna was struggling with providing a good post-launch experience to clients. Often we hadn't sold clients on the idea of support in our original pitches. We lacked basic infrastructure (good ticketing, procedures for assigning/solving support issues, support contracts/invoicing) to handle support. Our developers and project managers were tired of the same project and wanted to get to new development challenges. Sound familiar? Fortunately, any sufficiently determined organization can overcome these issues.

Creating a Sustainable Support Program

In our presentation, Andrew and I will share some of the secrets that we uncovered creating Kalamuna's Kalacare program. We'll cover...

• Selling support as an add-on AND stand-alone service
• Gotchas to avoid when creating support contracts
• Essential invoicing and financial tips
• 3 different tools for managing support tickets (and which one is best for you)
• Tips to embed support into your organization's culture

So what are you waiting for? BE THERE!